Portfolio
MadCap Flare Mock User Guide
This mock user guide demonstrates technical writing and editing skills, including structured instructions, formatting, and key conventions required for detailed documentation.
Templates
User Manual Template
A structured user manual template, showcasing technical writing and editing skills, including information architecture, audience-focused guidance, documentation standards, UI terminology, tables, notes, page structure, and screenshot guidance. It demonstrates the clear, consistent documentation approach Rachel can bring to product education, support content, and internal teams.
Release Notes Template
A structured release notes template demonstrating clear product communication, organized enhancements, resolved defects, product areas, and planned release timing.
Metrics
Professional Metrics from Payscale
1,000+
Total articles across four products
392
Tasks performed for customer education
142
Releases owned
600%+
Increase in conference Community membership
Deflection Report Highlights
$299,116.36
Estimated total realized savings (Jan–July 2026)
238 / 87
Linked projects across unique tickets
72.4%
Support demand resolved via content
16,444
Total cases deflected through strategy.
Statement of Competencies
Writing & Editing Expertise
Over a decade of experience in technical writing and customer education within the SaaS industry, specializing in creating user-friendly documentation that empowers customers to maximize product adoption and success. Skilled in developing user guides, knowledge base articles, release notes, and other customer-facing documentation tailored to diverse audiences and technical skill levels. Experienced in leading technical writing teams, managing documentation projects, collaborating with cross-functional stakeholders and subject matter experts, and establishing documentation standards to ensure accuracy, consistency, and quality. Proficient in knowledge management, content strategy, and documentation performance analytics, with a focus on continuously improving the customer experience through accessible, actionable content. Adept at leveraging AI and modern documentation tools to streamline workflows, improve content quality, and increase user engagement.
Skills
Proficient in a wide range of technical writing, content management, and customer education tools, including MadCap Flare, Adobe FrameMaker, RoboHelp, Confluence, and Adobe Acrobat Pro. Experience with project management and collaboration platforms such as JIRA, Git, Slack, Microsoft Teams, and Zoom, as well as customer engagement and analytics tools including Salesforce, Gainsight, Pendo, and WalkMe. Skilled in creating interactive learning materials using Articulate 360, developing presentations with PowerPoint, and capturing and annotating screenshots with Snagit. Experienced in leveraging AI tools, including Claude, to streamline content development, improve workflows, and enhance customer engagement. Adept at learning new technologies, optimizing documentation processes, and using digital tools to support efficient content creation, editing, publishing, and knowledge management.
Leadership & Team Development
Experienced leader with a proven ability to manage technical writing teams, onboard and support junior technical writers and contractors, and lead customer education projects from planning through execution. Proactively builds cross-functional partnerships by establishing communication channels, coordinating meetings with key stakeholders, and serving as a liaison between customer education and other departments to align priorities and resolve knowledge gaps. Champions collaboration, knowledge sharing, and efficient workflows to strengthen team performance, maintain documentation quality, and ensure customer-facing resources align with product updates and business objectives.
Recommendations
“Rachel possesses a rare and powerful combination of relentless tenacity and razor-sharp attention to detail. During our time working together, she consistently proved herself to be the person who doesn’t just spot the gaps in a process or content library; she steps up, takes full ownership, and builds the system to fix them.
In the realm of documentation, editing, and content management, Rachel is top-tier. She brings a structured, project-managed approach to content ecosystems, ensuring that complex materials are meticulously edited, accurate, and organized to scale. She also has valuable experience coordinating work across a small team and training others on new processes and standards, ensuring consistency and high quality across the board.
Above all, Rachel is fearless when it comes to new challenges. Any organization looking for someone to take ownership of documentation, streamline content operations, and keep complex projects moving forward would be lucky to have her.”
Lauren Cole
Strategic Sales People Leader | Driving Transformation, Growth, and High-Trust Cultures in Customer Experience
“I had the pleasure of working with Rachel for six years on our Customer Education team, where she served as a Lead Technical Writer and Community Manager. She brings exceptional attention to detail, creativity, and thoughtful judgment to her work, consistently managing multiple priorities and projects while keeping both customer needs and company goals in focus.
One of Rachel’s greatest strengths is her willingness to ask insightful, and sometimes difficult, questions. She looks beyond how things have always been done to identify opportunities to improve processes, strengthen programs, and make cross-functional communication more effective. Her perspective consistently makes the work better.
As a teammate, Rachel brings camaraderie, shared ownership, and genuine care for the people around her. She balances a strong work ethic with warmth and humor, making even challenging projects enjoyable to tackle together. She is also a thoughtful manager who invests in her direct reports’ growth and advocates for their development.
I would wholeheartedly recommend Rachel to any team looking for a skilled communicator, collaborative partner, and people-focused leader.”
Rebecca Kavalchuck
Customer Education and Professional Services Leader | Customer Training and Enablement | HCM SaaS | Implementation and Product Adoption | MBA
“Rachel was my first-ever technical writing colleague, who onboarded and guided me through the established docs process at Sovos. We ended up making a great team, with Rachel taking the lead, and we made substantial improvements to the docs set, improved the core docs process with new tooling, and drove docs best practices across the products we supported.
Throughout my time there, Rachel was an invaluable resource and colleague. Her input on projects was incisive and clear, and she helped ensure we were always writing directly to the user in the ways that best served them. She deserves much of the credit for helping me establish a solid foundation in the field—and she’s just plain enjoyable to work with. I can’t recommend her enough.”
Cody Deitz
Senior Technical Writer at Coupa
One of the things I admire most about Rachel is her ability to connect people with the information and resources they need to be successful. Whether through technical documentation, customer education, or community engagement, she makes complex information accessible.
I was especially impressed by the impact she had most recently as Community Engagement and Technical Content Manager. Through her leadership and creativity, our conference community membership grew by more than 600%, demonstrating both her strategic mindset and her ability to execute effectively.
Rachel is also a fantastic colleague to work with. She's thoughtful, collaborative, organized, and brings a unique blend of technical expertise and strong communication skills. I would happily recommend her to any organization looking for someone who can build engagement, improve processes, create meaningful content, and help customers succeed.
Jenna Ward, PMP
Senior Program Manager | HR & SaaS Program Delivery
“I had the pleasure of working with Rachel at Payscale and always appreciated the thoughtfulness and perspective she brought to her work. She was a collaborative partner who took the time to understand different perspectives, ask thoughtful questions, and deliver quality work. Rachel was someone you could count on to be a great partner, and I would absolutely recommend her to any team looking for someone who brings both creativity and a collaborative mindset.”
Marcie Pope
Principal Enablement Strategist at Payscale
About Me
Hi, I'm Rachel! I'm a technical writing and customer education professional with 10+ years of experience in SaaS, a passion for helping people succeed, and a love for bringing people together. Throughout my career, I've led technical writing teams, managed customer communities, mentored writers, and collaborated with cross-functional teams to make complex information easier to understand. I love finding creative solutions, building meaningful connections, and helping both people and processes reach their full potential.
Outside of work, I'm a family-oriented person who loves spending time with my favorite people, experimenting in the kitchen, and traveling to explore new places. Whether I'm trying a new recipe, planning my next adventure, or making memories with family, I enjoy discovering new things and finding joy in the little moments.
I bring that same curiosity, enthusiasm, and people-first mindset to my professional life. I'm a natural collaborator, a lifelong learner, and someone who believes that great things happen when people work together. I'm always excited to learn something new, tackle a challenge, and find better ways to help teams and customers succeed.
Thanks for stopping by!